On-line travel agencies’ usability: Evaluator experience

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Scopus citations

Abstract

It is generally agreed that usability is a basic attribute in software quality. User eXperience (UX) extends the usability concept beyond its traditional dimensions (effectiveness, efficiency and satisfaction). UX refers to all user’s perceptions resulting from the use (or even the anticipated use) of a product, system or service. For more than two decades heuristic evaluation proves to be one of the most popular usability inspection methods. When performing a heuristic evaluation, generic or specific heuristics may be used. Nielsen’s ten usability heuristics are well known, but many other sets of heuristics were proposed. Based on proper heuristics, the heuristic evaluation may also assess other UX aspects, beside usability. Usability heuristic sets are specific artifacts, so heuristics’ “usability” may also be evaluated. If we consider that evaluators are particular “users” of particular “products”, the set of usability/UX heuristics and the heuristic evaluation method, we may also analyze Evaluator eXperience as a particular case of UX. We systematically conduct studies on evaluators’ perception over generic and specific usability/UX heuristics. The paper presents a follow-up study on the perception of novice evaluators over Nielsen’s heuristics, using three online travel agencies as case studies (Atrapalo, TripAdvisor and Expedia). The experiments involved Chilean and Spanish students. We compare new results with our previous findings. Based on empirical results, we think the methodology used when teaching the heuristic evaluation method is highly important.

Original languageEnglish
Title of host publicationSocial Computing and Social Media. Communication and Social Communities - 11th International Conference, SCSM 2019, Held as Part of the 21st HCI International Conference, HCII 2019, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer Verlag
Pages452-463
Number of pages12
ISBN (Print)9783030219048
DOIs
StatePublished - 1 Jan 2019
Event11th International Conference on Social Computing and Social Media, SCSM 2019, held as part of the 21st International Conference on Human-Computer Interaction, HCI International 2019 - Orlando, United States
Duration: 26 Jul 201931 Jul 2019

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume11579 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference11th International Conference on Social Computing and Social Media, SCSM 2019, held as part of the 21st International Conference on Human-Computer Interaction, HCI International 2019
CountryUnited States
CityOrlando
Period26/07/1931/07/19

Keywords

  • Evaluator eXperience
  • Heuristic evaluation
  • Heuristic quality
  • Online travel agency
  • Usability heuristics

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